ELUORA OÜ

RETURN & REFUND POLICY

Effective Date: August 4, 2026

Last Revised: August 4, 2026

1. INTRODUCTION

Eluora OÜ, a private limited company (osaühing) registered in Estonia (hereinafter "Eluora," "we," "our," or "us"), is committed to delivering products of the highest quality. We stand behind every item we sell. This Return & Refund Policy (the "Policy") governs the conditions under which customers may return products and request refunds in connection with purchases made through our website at www.eluora.co (the "Website").

By placing an order on our Website, you agree to be bound by this Policy. We encourage you to read it carefully prior to completing any purchase.

This Policy applies to customers located in the European Union and the European Economic Area. If you are purchasing from outside the EU/EEA, please contact us at hello@eluora.co, as different terms may apply depending on the entity and jurisdiction fulfilling your order.

2. YOUR STATUTORY RIGHT OF WITHDRAWAL (EU CONSUMERS)

If you are a consumer purchasing from within the European Union, you have a statutory right to withdraw from your purchase within fourteen (14) calendar days of receiving your order, without giving any reason. This right exists under the EU Consumer Rights Directive (2011/83/EU) and the Estonian Law of Obligations Act (Võlaõigusseadus), and is in addition to, and not limited by, the voluntary return conditions set out in Section 3 of this Policy.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement (for example, an email to hello@eluora.co) before the fourteen (14) day period expires. You may handle and inspect the product to establish its nature and characteristics, in the same way you would in a shop, but you may not use it. If you use the product beyond what is necessary to establish its nature, we may deduct a reasonable amount from your refund to reflect any diminished value.

Following a valid withdrawal notice, you must return the product to us without undue delay and in any event within fourteen (14) days of notifying us. We will refund all payments received from you, including standard delivery costs, within fourteen (14) days of receiving the returned product (or, if earlier, evidence that you have sent it back).

Please note that under Estonian law, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery. This exclusion applies to certain Eluora products as described in Section 5.

3. ELIGIBILITY FOR VOLUNTARY RETURNS

In addition to your statutory withdrawal right above, and subject to the exclusions set out in Section 5 of this Policy, we voluntarily accept returns for a refund or exchange provided that all of the following conditions are satisfied:

• The return request is submitted within fourteen (14) calendar days of the confirmed delivery date
• The product is unused, unopened, and in its original, unaltered condition
• All original packaging, seals, protective wrapping, and accompanying materials (including gift packaging where applicable) remain intact and undamaged
• The product has not been used, applied, or tested
• Proof of purchase (order confirmation or receipt) is provided at the time of the return request

Products that do not meet all of the above conditions will not be accepted for return under this Section and will be returned to the customer at their expense, without prejudice to any statutory withdrawal right you may still have under Section 2.

4. DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

4.1 Manufacturer Defects

If you receive a product that is defective due to a manufacturing fault, you are entitled to a full refund or replacement at no additional cost, provided that:

• The defect is reported to us within fourteen (14) calendar days of the confirmed delivery date
• You provide clear photographic or video evidence of the defect at the time of reporting
• The defect is not attributable to misuse, improper storage, or damage caused after delivery

This is without prejudice to your statutory rights under the Estonian Law of Obligations Act in respect of non-conforming goods, which may extend beyond this fourteen (14) day window.

4.2 Damaged in Transit

If your order arrives visibly damaged as a result of transit, you must:

• Photograph the outer packaging and the damaged product upon receipt, before disposal of any packaging
• Notify us within forty-eight (48) hours of delivery by emailing hello@eluora.co with supporting photographic evidence

Failure to report transit damage within this forty-eight (48) hour window may result in us being unable to process your claim, as the timeframe is required for us to pursue any claim with our logistics carrier.

4.3 Incorrect Products

In the event that you receive a product different from the one you ordered, please notify us within forty-eight (48) hours of delivery at hello@eluora.co. We will arrange collection of the incorrect item and dispatch the correct product at no additional cost to you, subject to availability. Where the correct product is unavailable, a full refund will be issued.

5. NON-RETURNABLE ITEMS

Due to the nature of our products and for reasons of hygiene, health, and consumer protection, the following items are non-returnable under Section 3 of this Policy (though your statutory withdrawal right under Section 2 may still apply where the goods remain sealed):

• Any product that has been opened, used, or had its seal broken, regardless of the extent of use
• Products returned without their original packaging or with damaged packaging
• Items purchased as part of a promotional bundle or gift set, unless the entire set is returned intact and unused
• Products designated as final sale or non-returnable at the time of purchase
• Gift cards and digital vouchers
• Items that have been personalised or customised at the customer's request

Eluora reserves the right to refuse any return that does not comply with the conditions set out in this Policy. Any such refused items will be returned to the customer, with return shipping costs borne by the customer, except where you are validly exercising your statutory withdrawal right under Section 2.

6. RETURN PROCEDURE

To initiate a return, please follow the procedure set out below. Returns submitted outside of this procedure may not be processed.

Step 1 — Submit a Return Request

Email hello@eluora.co within the applicable return window with the following information:

• Your full name and order number
• The product(s) you wish to return
• The reason for the return (not required if exercising your statutory withdrawal right)
• Photographic evidence where the return relates to a defect, damage, or incorrect item

Step 2 — Await Authorisation

Upon receipt of your request, our customer care team will review your submission and issue a Return Merchandise Authorisation ("RMA") number within three (3) to five (5) business days, if your request is approved. Returns sent without a valid RMA number will not be accepted.

Step 3 — Package and Ship

Once you have received your RMA number, securely package the item(s) in their original packaging and clearly mark the RMA number on the outside of the parcel. Ship the return to the address provided in the authorisation email. We recommend using a tracked shipping service, as Eluora cannot be held responsible for returns lost or damaged in transit.

Step 4 — Inspection and Processing

Upon receipt of the returned item(s), we will conduct an inspection within five (5) to seven (7) business days. You will be notified of the outcome by email. If the return is approved, a refund or replacement will be processed in accordance with Section 7 of this Policy.

7. REFUNDS

7.1 Refund Method

Approved refunds will be issued to the original payment method used at the time of purchase. We are unable to issue refunds to a different payment method or in a different currency.

7.2 Refund Timeline

Where you are exercising your statutory right of withdrawal under Section 2, we will issue your refund within fourteen (14) calendar days of receiving the returned product, or of receiving evidence that you have sent it back, whichever is earlier.

For voluntary returns approved under Section 3, once a refund has been approved and processed by Eluora, please allow the following additional processing times:

• Credit and debit card refunds: five (5) to ten (10) business days, depending on your card issuer
• Digital wallet or payment platform refunds: three (3) to five (5) business days

Please note that card and wallet processing timelines reflect the processing periods of the relevant financial institutions and are outside our direct control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider in the first instance before reaching out to us.

7.3 Partial Refunds

In certain circumstances, a partial refund may be issued at our discretion, including where:

• Only part of an order is returned
• A product is returned in a condition that does not fully satisfy our return conditions but is accepted as an exception
• You are exercising your statutory withdrawal right but have used the product beyond what is necessary to establish its nature and characteristics

7.4 Shipping Costs

Where you exercise your statutory right of withdrawal under Section 2, we will refund the standard delivery cost you paid on your original order. Return shipping costs are borne by you, unless the return arises from our error (defective product, incorrect item, or transit damage confirmed by Eluora).

For voluntary returns accepted under Section 3 for reasons other than our error, original shipping costs are non-refundable and the cost of return shipping is borne by the customer.

8. EXCHANGES

We offer exchanges for the same product in a different variant (such as a different size or format) subject to availability and compliance with the return eligibility criteria in Section 3. Exchanges are not available for products of a different type or category.

To request an exchange, follow the return procedure in Section 6 and indicate your preferred replacement item in your initial request. If the requested exchange item is unavailable, a refund will be offered in its place.

9. EU AND ESTONIAN CONSUMER PROTECTION RIGHTS

This Policy is subject to and complies with applicable consumer protection legislation of the European Union and Estonia, including the EU Consumer Rights Directive (2011/83/EU), the EU Sale of Goods Directive (2019/771), and the Estonian Law of Obligations Act (Võlaõigusseadus). Nothing in this Policy is intended to limit, exclude, or restrict any rights you may have under mandatory applicable consumer protection law.

Where the law of your country of residence within the EU/EEA affords you greater consumer protection rights than those set out in this Policy, those statutory rights shall prevail to the extent of any inconsistency.

If you are unable to resolve a complaint directly with us, you may also refer the matter to the Estonian Consumer Disputes Committee (Tarbijavaidluste komisjon) or use the EU's Online Dispute Resolution platform.

10. FRAUDULENT AND ABUSIVE RETURNS

Eluora reserves the right to decline returns or refund requests where we have reasonable grounds to believe that the claim is fraudulent, misleading, or submitted in bad faith. We further reserve the right to suspend or terminate the accounts of customers who engage in return abuse, which includes but is not limited to repeated returns, false claims of defect or non-delivery, or manipulation of our return process.

Any fraudulent claims may be referred to the relevant authorities in accordance with applicable Estonian and EU law.

11. AMENDMENTS TO THIS POLICY

Eluora reserves the right to modify or update this Policy at any time. Changes will be effective upon posting of the revised Policy on our Website with an updated effective date. Your continued use of our Website and Services following any such changes constitutes your acceptance of the revised Policy. We encourage you to review this Policy periodically.

12. CONTACT

For all return, refund, and exchange enquiries, please contact our customer care team at:

Eluora OÜ — Customer Care

Email: hello@eluora.co

Website: www.eluora.co

We aim to respond to all customer enquiries within two (2) business days.